Shipping & Delivery

Last updated November 3, 2026

Where we deliver, what it costs, how long it takes, how tracking works, and what happens if something goes wrong.

At a glance

Where we deliver

We deliver to addresses in the 50 US states and Washington, D.C., including Alaska and Hawaii. Deliveries to Alaska and Hawaii can take a few days longer than the times below. We do not deliver to:

• US territories, such as Puerto Rico, Guam, the US Virgin Islands, American Samoa or the Northern Mariana Islands;
• APO, FPO or DPO addresses;
• any address outside the United States.

Why: every order is imported delivered duty paid, with the import duties paid by us, and we have set this up for the 50 states and D.C. only. To keep one clear rule, the same delivery area applies to every order, whatever it contains.

If you enter an address outside our delivery area: we cannot ship the order. We cancel it, tell you by e-mail, and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. Nothing is shipped and nothing is kept. If you have another address within our delivery area, you are welcome to order again with it.

P.O. boxes: we can deliver to a P.O. box only when the carrier handling your package delivers there. If it does not, we e-mail you before shipping to ask for a street address. If we still cannot ship, we cancel the order and refund you in full.

Shipping costs

Shipping is included in the price; there is no separate delivery charge. That stays true whatever the order contains and however many items are in it, even if it ships in more than one package. Your cart and the checkout page show each item, shipping as included, and the total; any sales tax is added as its own line before you pay.

Import duties and sales tax

Every order ships from our partner warehouse overseas and is imported into the United States. We ship delivered duty paid (DDP): import duties are included in our prices and we pay them. Import duties and customs fees are paid by us. If a carrier ever asks you for any, contact us and we will cover it in full. If you already paid a carrier, send us the receipt and we refund the full amount.

Sales tax is not included in our prices. Where state law requires us to collect it, it is calculated at payment from your delivery address and shown before you pay.

Processing and delivery times

• Processing: we prepare and ship your order within 1 to 3 business days after it is confirmed.
• Transit: the carrier then takes 7 to 12 business days to deliver it.
• In total: orders usually arrive about 8 to 15 business days from order confirmation.

Business days are Monday to Friday, excluding US federal holidays and the public holidays of the country our warehouse is in. The delivery dates shown on product pages and at checkout are estimates based on these times.

Holidays and busy periods

Orders are not prepared or carried on weekends, US federal holidays or the public holidays of the country our warehouse is in, so those days are not counted in the times above. Around the end-of-year holidays, in bad weather, or when customs runs extra checks, transit can take a few days longer. If a delay goes beyond our estimate, we tell you, as described below.

Tracking

When your order ships, we e-mail you a tracking number and link. The first tracking update can take a few days to appear, because your package leaves from overseas. If your order ships in more than one package, you get a tracking number for each. Carriers usually leave packages at the door without asking for a signature.

Products with a battery

Dawn Band, Dawn Band Pro and Ember Panel each hold a small lithium-ion battery installed in the device. We follow the carriers' rules for them:

• each device travels in its own box, packed so that it cannot move, be crushed or switch on during the trip;
• the package is marked and sent the way the carrier requires for batteries contained in equipment;
• because of these rules, a device may travel in a separate package from the rest of your order. This costs you nothing extra.

When your band or panel arrives, look at it before you charge it. If it is damaged, swollen, hot or leaking, do not charge or use it, and do not send it back: see Damaged, swollen or hot bands and panels.

Shipping delays and your right to cancel

We ship within the time stated above. If we cannot, we e-mail you before that time runs out. The e-mail gives you a revised shipping date, or tells you if we cannot yet give one, and lets you choose between waiting and canceling your order for a full refund.

• If the revised date is no more than 30 days after the original one and you do not reply, we take it that you accept the delay. You can still cancel at any time before the order ships.
• If we cannot give a revised date, or the delay is longer than 30 days, we cancel your order and refund you, unless you tell us that you want to wait.
• If you cancel, or we cancel, we refund the full amount you paid to your original payment method within 5 to 10 business days, and always within the time the rule below requires.

This follows the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule.

Address changes and mistakes

Please check your shipping address carefully before you pay. If you need to change it, e-mail us at ninijljl972@gmail.com as soon as possible with the full corrected address. We can change it until your order ships, but not after, and only to another address within our delivery area.

If a package comes back to us because the address was incomplete or incorrect, we contact you: we can ship it again once you confirm the address, or refund the products when the package is back with us.

Refused packages

If you no longer want an order that has already shipped, please accept the delivery and return the eligible items under our returns policy. It is quicker for you. A refused package travels back to our partner warehouse, which can take several weeks, and we refund the products once it is back with us and checked. If your cancellation e-mail reached us before the order shipped, see Cancellations.

If a box arrives visibly damaged, you can still accept it: take photos and tell us, as described below.

Late, lost or damaged packages

• No tracking movement: if your tracking has not updated for 7 business days, or your order has not arrived within the total time above, e-mail us. We look into it with the carrier.
• Lost in transit: if the carrier confirms that your package is lost, or it has still not arrived once the carrier's search is over, and at the latest 15 business days after the end of the total time above, we reship your order or refund it in full, as you prefer, at our cost.
• Damaged on arrival: keep the packaging, take photos and e-mail us within 30 days of delivery. We replace or refund the item. A damaged band or panel is never sent back. See Defective, damaged or wrong items.

Ownership of your order, and the risk of loss, pass to you when the carrier delivers it to the address you gave us.

Tracking says delivered, but nothing arrived

1. Check your mailbox, porch, back door, garage, building reception or parcel lockers, and ask your neighbors and the people you live with.
2. Wait one more business day: carriers sometimes scan a package as delivered a little before it actually arrives.
3. Check that the address in your order confirmation is right.
4. If you still cannot find it, e-mail us within 30 days of the delivery date shown in tracking, with your order number.

We then open a search with the carrier and keep you informed. If the carrier finds the package was delivered to the wrong address, or confirms it is lost, we reship your order or refund it in full. If the carrier confirms delivery to your address, we share its proof of delivery with you and help you look further; we may ask you to file a report with the carrier or your local post office.

Questions

E-mail us at ninijljl972@gmail.com with your order number. We reply within 2 business days.